Motorola Service Center (MSC) Manager - Ft Myers, FL

Motorola Solutions•Fort Myers, FL

18h•Onsite

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. At Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting-edge, and we invite you to explore it. It’s not just about having the right technology; it’s about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 95 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission-critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance. When every second counts and performance reliability is a must – we are ready and able to serve today, tomorrow and into the future. The Motorola Service Center (MSC) Manager is responsible for leading Motorola Solutions Field Service Organization (FSO) in the T4FL Territory located in Ft Myers , FL. The growing team consists of (1) Installation Technician, (5) System Technologists, and (1) Support Staff as permanent members. Additionally, the Manager is responsible for internship participants on a semi-recurring basis. This MSC serves local public safety customers, primarily in Lee and Collier Counties. These professionals provide all local technical support, 24x7 response and restoration, installation services, and above-contract maintenance work for named government, commercial, and enterprise customers in the area. Success in this leadership role is measured by customer satisfaction, timely delivery of contractual obligations, efficient management of technical personnel, and adherence to the forecasted budget. Key attributes of this role include the ability to lead in a matrix organization, leverage resources within their own teams and key work partners across Motorola Solutions, collaborate extensively across the organization, drive change by driving desired behaviors, and manage customer engagements, especially during crises or outage situations.

Requirements

3+ years of experience in a services business, displaying an understanding of the principles of service operations and customer support.
Demonstrated mindset to work with urgency, to quickly respond and resolve customer outages or other time-sensitive service situations.
Able to solve complex problems and situations
Tenacious work attitude
Must be self-motivated and able to work without supervision
Proven track record managing a large technical team
Generally conversant in P25, E911, and associated networking systems
Financial acumen and understanding of P&L (profit & loss) elements and principles
Candidates must reside in close proximity or within a commutable distance to Ft Myers , FL.
Ability to travel throughout the T4FL Territory, specifically Ft Myers, FL to customer locations and other Motorola facilities as needed.
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.
3+ years of experience in one of the following: Direct Report Management, Project Management, LMR, RF systems, Military, Radio Communications, Radio Frequency, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering or Networking equipment.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Responsibilities

Full responsibility for managing and scheduling the technical and administrative staff team, and providing each with feedback and counsel when needed to improve their efficiency and effectiveness.
Direct involvement in service delivery, where appropriate, to supplement and strengthen the team of technicians under the manager’s direct supervision.
Develop and maintain customer relationships, while providing excellent customer service and building trust.
Maximize current maintenance contracts and all other recurring revenue, responsible for looking for and growing MSI’s role in providing additional services for this customer.
Build and maintain professional relationships with key work partners across Motorola Solutions and third-party vendors to achieve timely business objectives.
Anticipate customer needs and plan collaboratively to solve day-to-day challenges, utilizing internal support organizations, Motorola Solutions service providers, and customers.
Provide escalation support to technical staff for systems such as VHF/UHF, 800/900 MHz analog and digital systems, Point to Point Microwave, Networking, Systems Administration, Virtualization, and/or mobile/portable subscriber equipment.
Perform site walks to determine the requirements needed to complete customer objectives.
Produce quotes for service work, support the response to RFP and RFQ, and estimate of time and cost to complete work requested.
Provide education of, and ensure adherence to Motorola Solutions policies and procedures.
Represent Motorola Solutions in a professional manner at events, conferences, etc.
Oversee all day-to-day operations in the delivery of customer obligations meet customer satisfaction and financial goals.
Develop a culture of exemplary customer service and responsiveness to ensure that Motorola Solutions quickly and professionally addresses customer concerns and needs. This can-do attitude will ensure high customer satisfaction and repeat business.
Hire, mentor, and foster the development of technical personnel. This includes setting and executing training/qualifications objectives for Service Managers, Field Service Technicians, System technicians, and Installers.
Develop staffing plans to ensure effective personnel assignments to fulfill planned work and respond to critical, time-sensitive situations.
Support scoping, costing, and pricing of new engagements.
Financial management of the assigned business portfolio, adherence to the Service budget, and providing assistance with financial forecasting and investment planning.
Collaborate and partner with the Sales and Service Business team throughout customer engagement to ensure quality customer engagement and facilitate business growth.
Consistently look for performance improvement opportunities.